Q&A for RFP #6060 Enterprise Customer Relationship Management and Admissions Application

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Diane Jacobs
8 years ago
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1 Q&A for RFP #6060 Enterprise Customer Relationship Management and Admissions Application 1. Can you please elaborate on what is meant by a rolling implementation? For example would you like to implement undergrad first then grad or various pieces of functionality first application, inquiry etc? There are currently multiple CRMs installed and utilized at BGSU. The rolling implementation means that an implementation road map will be determined for the best approach to shutting each one down. It has not been determine if it will be done by college / department / undergraduate /graduate. 2. Will the integration with Qualtrics need to run on an automated basis? If so, can Qualtrics import and export flat files? integration with Qualtrics is necessary. 3. How many total number users would you expect to use the CRM solution? BGSU is viewing this application as an enterprise implementation. BGSU will be seeking options for licensing end users. 4. Does BGSU have any plans to increase your Social Presence? BGSU would like to improve their social presence. 5. Tell us about your current social media presence. Social media is managed in a decentralized manner. Each College/Department manages their own accounts and presence. 6. How are you currently measuring your social media efforts? 7. Are you doing any listening? (Native FB/Twitter or organic conversations?) Decentralized monitoring 8. How would you describe the overall impression of your brand on social? BGSU has never performed a survey to obtain an overall impression of our brand.

The rolling implementation means that an implementation road map will be determined for the best approach to shutting each one down.

2 9. Are you currently engaging with consumers who comment about your brand within social? Decentralized 10. How do you currently manage your content strategy and identify early stage social trends? Each College/department handles their own strategy University Advancement has a monthly strategy with varies based upon the time of year. 11. What data do you utilize to determine the content and types of content you publish? The data is based upon the following: Academic calendar Recruitment cycle Athletic calendar 12. How do you currently judge what content was successful and should be replicated, removed or altered? Based upon manually reviewing shares, likes and comments 13. How do you currently measure social media campaign effectiveness? 14. Would integrated social conversation and social campaign engagement data help you produce better social marketing initiatives? 15. What platforms / tools do you currently use to measure the penetration of owned social conversations in and across earned social channels? N/A 16. How do you currently measure social media campaign effectiveness?

What data do you utilize to determine the content and types of content you publish? The data is based upon the following: Academic calendar Recruitment cycle Athletic calendar 12.

3 17. Does BGSU have a mobile app today or plans to develop a mobile app in the future?, BGSU has 2 in house developed mobile applications. BGSU is in progress of developing a campus virtual tour. 18. Do you want to leverage Push tifications as a means of communicating with current students, faculty and staff?, BGSU is extremely interested in pushing information to the students. 19. Do you track your prospective students consolidated profile and online behavioral information in one application? (Information from website, forms, events, , landing pages, micro sites, lists, CRM etc.) 20. Do you have an effective way today of segmenting and targeting your prospective students based on who they are and how they are interacting with your marketing assets (website, , events etc.) 21. Do you have a way today to effectively automate the delivery of dynamic content in your communications with your prospective students based on who they are and their interests? 22. Can you build a campaign (outreach) workflow based on prospective student behavior and profile information? 23. Can your prospective students automatically flow from one campaign into another? Can they be in multiple campaigns? & 24. Do you have a system in place that has best practice tools that ensure clean, consistent data within the database, and from all entry and exit point to the database?, BGSU utilizes a 3 rd party tool to ensure the data is clean upon entry 25. Do you score your lists, website visitors, and prospective students differently for multiple interests, multiple criteria to determine who would be the best fit for your university?

4 University Advancement would like to have data to build predictive analytics surrounding the alumni base. 26. Do you have the ability to Nurture disqualified leads in your CRM, so that you can extend the reach of recruitment/call center for prospective students that are not ready to enroll this semester? 27. Do you find that your current CRM is full of contact record clutter? 28. How many campaigns do you out and receive annually to your constituents? College/Department perspective - too many to count University Advancement a month 29. How do you currently communicate and engage with your prospective Students? Please refer to the RFP 30. How many Marketers will be creating the proposal campaigns and events for the university? Varies by department and event 31. How many events do you have each year? Varies by department and year 32. What is the size of your marketing database? Currently, there is not a centralized marketing database. BGSU is unable to provide this information. 33. How many constituents/ prospects do you intend to market to in the next 12 months? University 180,000 University Advancement 250, What is the total number of unique contacts you wish to market too? 500,000

Do you find that your current CRM is full of contact record clutter? 28. How many email campaigns do you email out and receive annually to your constituents?

5 35. How many s bounce back or are undeliverable? Too many to quantify 36. How many campaigns do you out and received annually to your constituents? University 180,000 University Advancement 250, How many marketers will be creating the proposal campaigns and events? Varies by department and year 38. How many CRM users (functional / technical) does BGSU anticipate it will have both in this first phase for Admissions and then beyond for across the institution? BGSU is viewing this application as an enterprise implementation. BGSU will be seeking options for licensing end users. 39. Is it possible to share what specific CRM systems are being used today at the institution? 40. For integration with Turnitin, would this be specifically for the "Originality Check" feature, or are there other features desired for integration into the CRM? 41. Is the university currently using any Data quality tool to refine the data? 42. Is the university planning to replace the Peoplesoft CSS system with the new CRM system or enhance its features by integrating the new CRM? This is an enhancement

How many CRM users (functional / technical) does BGSU anticipate it will have both in this first phase for Admissions and then beyond for across the institution?

An Overview of the University of Derby s CRM Implementation

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